About Smartlook

Smartlook is a cloud- and mobile-based quantitative analytics solution that helps businesses of all sizes with user behavior and insights. Smartlook answers the ‘what’ and ‘why’ behind every user action. Primary features of the software include visitor recordings, event tracking, funnels and heatmaps.

Smartlook provides the option of replaying video sessions to identify customers, see Javascript errors and share recordings within the team. It also features a visitor journey module, which helps users with app integration and recordings segmentation with right filters. Automated event tracking enables businesses to know how visitors perform certain tasks, and conversion funnels provide reports on leads.

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25 Reviews of Smartlook

Average User Ratings

Overall

4.69 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(90)

90

4 stars

(24)

24

3 stars

(5)

5

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 25 results

April 2019

User Profile Picture

Cynthia from Conduent

Verified Reviewer

Company Size: 10,000+ employees

Industry: Information Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

April 2019

Smartlooked for awhile now

Smartlook has given time management a new definition. It allows us to save tremendous time and work more efficiently.

Pros

So we've been using Smartlook for some time now and I always thought it was a decent program. Having just gone through an entire tax season with almost every call utilizing this tool, it deserves a second view so to speak. Smartlook allows tech support or agents (in my company) to share screens with their customers. We can see their mouse movements, help them to navigate through the various options and features and troubleshoot errors by literally putting our eyes on it. It works by having the customer provide a code given on the website and this code allows access to their screen through Smartlook. Agents and customers alike have come to rely heavily on Smartlook to help get the support they need and get it in a timely manner. It makes a world of difference when you can see the screen, identify the issue and solve it all at once rather than take precious minutes and hours trying to describe what is going on and another hour trying to describe how to fix it.

Cons

The only thing I can say I least like about this software is that you can only screenshare within the website. Unlike another competition, you cannot screen the customers complete computer screen. If a customer wants to minimize a screen so you can see a document on their computer, for instance, you can't. In my line of work its not a deal breaker at all because the majority of the workflow is within the website.

Response from Smartlook

Replied April 2019

Thanks for your review! This review is not related to Smartlook but more to Turbotax. Please change this, Lukas

November 2020

Chryso from Stronde

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2020

Great for UX optimisation

We are generally loving so far the functionalities it offers to our team to be able to understand the digital behaviour of our users with our beta tool

Pros

The functionalities it offers, especially when starting as a freemium user. The UX is simple, automatically tracking important events that can be used to set up a funnel, the fast forward option and the highlighted elements you can review, etc.

Cons

We are not using the Heatmap functionality, and we believe there can be an improvement on that feature. We are using a separate provider for that.

Reasons for Choosing Smartlook

It had better options as a freemium user and also better UX for the video tracking element

Response from Smartlook

Replied November 2020

Thank you for your feedback and nice words! I will share it with our development team. - Tomas

September 2021

Kajetan from Verseo

Company Size: 51-200 employees

Industry: Marketing and Advertising

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

September 2021

Smartlook user

Pros

I appreciate the simplicity and ease of working with the tool. It is very easy to teach even a potential client how to use the smarlook in the future and learn from it

Cons

I miss setting a session limit for a given project and events for incorrect input filling.

May 2021

Prokop from DX Heroes CZ s.r.o.

Company Size: 2-10 employees

Industry: Information Technology and Services

Review Source: Capterra


Ease-of-use

5.0

Value for money

2.0

Functionality

5.0

May 2021

DX Heroes review

Smartlook has a clean UI and it's easy to set up. I wouldn't say I like the blocking page after the trial ended because I wanted to show SmartLook to my colleague first before we decide if it has enough value for our business.

Pros

It's better than HotJar and I want to support Czech startups instead of foreign startups. :) The UI is much better than in HotJar.

Cons

I am still not sure if the first plan has suitable value for the money. I really appreciate the extended trial period.

Reasons for Choosing Smartlook

Czech company, friendly UI/UX and good value for the product (but not yet for us).

Reasons for Switching to Smartlook

Support Czech startup; better UI

March 2021

Sagar from House of Being Technology Private Limited

Verified Reviewer

Company Size: 2-10 employees

Industry: Mental Health Care

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

March 2021

First tool to use if you're creating a mobile app

Great app to do qualitative analytics in user's natural environment helping faster product development. This enables better prioritisation decisions.

Pros

Ability to view each session and understand UX issues without having to wait for user feedback

Cons

Inability to create custom tags for users for easier identification in case where we want to view the recordings anonymously.

Reasons for Choosing Smartlook

Better focus on Mobile apps with good pricing